Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my Wantable account on pause. They sent a package anyway. They sent it to an old address that I had over a year ago. I never received the package. I have called and emailed. They say they will charge my account anyway. I have a copy of my emails. What I want is not to be charged for a package I did not ask for and did not receive. I also want to cancel my account with no further charges ever billed to me again.

  

  Business Response

  Date: 02/20/2025

  **** reached out to us about a package being shipped to her old address on February 6th. We let **** know at that time that we could see in the tracking that her package was sitting at her *********** awaiting pick-up or re-delivery since February 5th. In the meantime, we canceled Lisas subscription per her request on February 6th and reimbursed the $21.90 for the styling fee she paid, since she never received this. We let **** know to get in touch with us once the tracking updates to show it was delivered, forwarded, or returned to the sender.
  
  **** never followed up with us regarding this package until February 19th when she processed self-checkout for her order and marked that she did not receive any of these items which sent a notification our team. From there, we could see this package is still sitting at her *********** awaiting pick-up or for her to schedule a re-delivery, so we took care of the order to ensure she is not responsible. This package will be returned to the sender and **** will not be charged.
  
  

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a styling service through wantable. Upon the email receipt I noticed they charged me 9.5% sales tax and replied to let them know the sales tax I was charged was not correct as Im in ************** and sales tax is 7.25%. They did not make an adjustment or look at the proof I provided of local sales tax and recommended I reach out to the attorney general as that is the only proof they would accept.i asked to cancel the order as I really dont want to do business with a company that would have that kind of response over their own mistake.

  

  Business Response

  Date: 02/12/2025

  ***** reached out to let us know the sales tax we are charging her is incorrect and that it should be 7.25%. We use Avalara Tax Software and the Tax Tables they offer to confirm sales tax, as we did with ******* shipping address. We did double-check this again to confirm, and we can confirm that the Avalara Tax Tables shows 9.5% tax for her area. Because ***** was not satisfied with this outcome, we immediately refunded her full styling fee charge of $21.90 on 1/19. We let ***** know that if she felt this was not correct, we would be happy to accept and honor any proof of sales tax from her attorney general stating otherwise.

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wantable charged $275.00 from my card but did not apply it to my balance. They then, in turn, sent the account to collections without crediting the amount paid. They literally stole my money and are continuing to ignore my requests for assistance.

  

  Business Response

  Date: 01/13/2025

  **** paid a $21.06 styling fee up front on 10/14/24 when her order was placed. Her order was delivered on 10/19/24. We did not receive any returns from Leahs order, which caused her order to go into a delinquent status for the balance of the items in the amount of $391.72 after we deducted her styling fee she previously paid.
  
  Section 6 of our Terms and Conditions state: If your payment method fails for merchandise kept, we reserve the right to bill you in increments until the total amount due has been paid. We reserve the right to use any eligible payment method or combination of methods we have on record to collect the amount owed. In this case, we attempted to retrieve payment for her order in full and also in $25 increments from 11/2/24 - 12/15/24. We successfully received 10 partial payments of $25 on the following dates:
  
  11/19/24
  11/22/24
  11/26/24
  11/29/24
  12/1/24
  12/3/24
  12/6/24
  12/10/24
  12/13/24
  12/15/24
  
  This brought Leahs balance down to $141.72 at that time. However, Leahs order unfortunately remained delinquent for the remaining balance for over 30 days which caused her order to be submitted to a third-party collections agency on 12/17/24. When her order was submitted to the third-party collections agency, all existing discounts, including the 20% discount we offer for keeping 5+ items, were voided at that time which brought her balance back to an existing total of $379.69. Store credits and discounts cannot be applied to delinquent accounts. **** can pay this balance by reaching out to the collections agency she was submitted to.
  
  

• Initial Complaint

  Date:10/29/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone ordered a fix and my card was charged for $21.40. They said the package was delivered but I never received any package and I cant seem to get them to give my money back.

  

  Business Response

  Date: 11/21/2024

  ******* placed an order with us on 10/2/24 and was charged a $21.40 styling fee. **************** order shipped out of our facility on 10/3, and before her order arrived, she filed a dispute through ****** on 10/5/24 for the $21.40 styling fee that was charged when her order was placed. ******* reached out to us via email when her package was delivered on 10/9/24 to tell us she couldn't locate it. Our team responded to her on 10/12/24 to give her the details of where her delivery was left and to allow her extra time to locate it. ******* reached out to us again on 10/15/24 to tell us that she still hasn't received her package. We responded to her on 10/16/24 to let her know that she would need to drop the dispute with ****** so we can further assist her and take care of this. She refused to drop the dispute, so we were unable to refund her and assist her further. The dispute was won in Wantable's favor on 11/7/24.

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went on wantables website to remove my card information to prevent any surprise charges to my card. There is no place on the website to remove your own payment information. I reached out to customer service via email on 8/13/24 and was told the issue would be escalated and they only gave me the option to change my payment info, not to delete it. I emailed them back a follow-up on the 16th and got no answer. I sent a new email stating this was the 2nd request on 8/17/24. I was again told that this matter would be escalated to the appropriate department. 3 days later, on 8/20/24, my card info was still active on their website so I sent a 3rd request and let them know I had also filed reports with the *** and ************************* I was then told for a 3rd time that my request was being escalated. As of today 8/21/24, this has still not been resolved.

  

  Business Response

  Date: 09/19/2024

  Wantable has introduced a new software and technology within our emailing system. The unfortunate news is that we experienced a few issues along the way with receiving emails on our end. Unfortunately, we missed Sylvias emails from 8/13 - 8/27 due to this technical issue within our system. However, once this was fixed, we were able to successfully receive Sylvias emails after this date and made sure her account and information was deleted as of 8/28. ****** does not have to worry about anything moving forward, and her account no longer exists.

  Customer Answer

  Date: 09/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  To say they didn't receive my emails is a lie. I have the emails from wantable in my inbox as proof. The emails were also attached to this complaint showing responses directly from them. I'm not talking about the automated response saying it's been received but I have those too! Where is the business proof they claim they didn't receive? I received responses back from customer service **** who claimed to be escalating my issue and even offering to personally make sure my request is handled that day! (Which obviously never happened and prompted me to look into my rights). This business does nothing but cheat and lie! Something needs to be done about this type of practice. It's needs to stop being allowed and liars need to be called out. If this business has cheated others in this way and lied about it I encourage them to reach out to the same authorities. We have to let them know this is happening because if we stay quiet, things will never change. They're hoping that once they deleted my info after, I presume, getting tired of me emailing them, that I will just bow down and disappear. Nobody was taking action so I sent them multiple messages a day and it was shortly after that they finally did something. It wasn't the **** or bbb or attorney general. It took literal spam to wave a flag in their face that I am not stopping until MY BANK CARD INFO IS SURRENDERED. So, no, I am not satisfied with their response. They took no accountability for what they did wrong.
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 09/19/2024

  To clear up any confusion or misunderstanding, the technical errors we encountered were regarding our artificial intelligence model we launched a few weeks ago. Our model replied to ******** emails but did not redirect and escalate to our **************** team as intended, which is why we did not see these emails until 8/27. Rest assured, we did successfully retrieve ******** emails from our system that she sent from 8/13-8/27. However, we did not retrieve these and fulfill ******** request until 8/27 when our model was fixed. ******** request to remove her information has been honored, and her account has been deleted since 8/27

• Initial Complaint

  Date:07/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked this business not to charge my card, they did anyway.I returned the merchandise last week and my card remains uncredited.

  

  Business Response

  Date: 07/29/2024

  When *****'s returns weren't scanned in by her due date of July 10th, 2024, our system reserved the right to billed her for all 7 items in the order after a 5-day grace ******* on July 15th. ***** reached out to us via email on July 16th, after she was already billed for the order, which is why the request to not charge her card was void. However, her returns were since scanned in on July 16th, so we issued a full refund in the amount of $455.38 on July 26th when she followed up regarding her returns. Refunds typically take 1-3 days to process, so she should see that refund posted back to her form of payment on file at this time. We are always happy to provide extra time past the allotted due date in the future if necessary. We ask that she reach out to us before she is billed, so we can honor extra time.

• Initial Complaint

  Date:06/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not authorize wantable to charge my card $365.50 for items that I never received or authorized. I would like a refund because they took money out of my account without authorization.

  

  Business Response

  Date: 07/18/2024

  **** placed an order with us on May 19th, 2024 and this order was successfully delivered to her address on file on May 25th. Those details have been attached. On May 26th, **** processed self-checkout for her order and provided detailed feedback for each one of the items she received in her shipment and what she liked and did not like about them which insinuates that she did successfully receive this package. Those details have been attached. Her returns for what she didn't plan to keep were set to be back in the mail by her due date of May 30th. Unfortunately, we never received any returns from this order, which caused her order to go delinquent. We sent multiple emails along the way when her returns were overdue, and each time we attempted payment on 6/3, 6/6, 6/11, 6/16, and 6/18. Since her payment method failed for the merchandise kept, we reserved the right to ***************** in increments until the total amount due was paid. This is why she was billed in full for all of the items in the amount of $365.50 on 6/21. We would be happy to accept any returns back as long as they are unworn, with the tags attached per our return policy.

• Initial Complaint

  Date:05/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent all the items back. Now wantable claims I owe $92. I already gave them money for the months I returned everything. I will not pay them $92 for the nothing I recieved.

  

  Business Response

  Date: 06/13/2024

  ***** reached out to us in a timely manner about a missing item in her package. Our team overlooked this communication from the customer, which caused ***** to be wrongfully billed for an item she never received. As of 6/11/24, we can confirm that the account was removed from collections and collections also removed the account from the credit bureau. ***** does not have a balance with us at this time and her account is up to date.

  Customer Answer

  Date: 06/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am pleased with the response from Wantable. I wasn't able to find a product I liked from them, I certainly didn't keep anything and not pay for it. I'm sure there are people out there who lie about these things, I am not one of them! Thanks for your response!
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:03/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Middle to end of 2023 and now into 2024 I've had nothing but disgusting, pitiful, and pure dishonesty from this company. First issue, had an edit that was said to have been delivered however it never was truly delivered. They said they would replace the edit free of charge and wouldn't count against my next scheduled edit, instead I would get the replacement box at the same time as my next edit so to consider it an "extra" yeah well that imaginary box they so generously "gifted me" was a lie. Not only did I return the entire box bevause it was awful, they even charged me for the entire box which i refuse to pay for since it WAS RETURNED!! Dont let me forget how they sent that to collections too. Longer story short, there were 2 other edits received in the middle of this whole thing, both of which I needed more time to return. I asked for and was given the time. Well during that time they were still trying to charge my card for the full amount DAILY sometimes several times a day or lower amounts even. Whatever they thought they could get away with. I had to block my card because of this. Well they finally were successful in taking $433.90 for an edit they got back as promised. Plus $50 for boxes they never even sent! They promised the refund upon arrival of the items I had to return. They got back every item they ever sent to me BEFORE they due date agreed upon. What do they do for me? Charges for Style edits well over $1000 sent to collections along with failing to issue promised refund that they now say they just can't issue because the account it was taken from has been closed so they have no other way to refund the money. That's a load of trash!! The account was closed because of their fraudulently and dishonest transaction attempts and now they want to tell me I'm SOL and have to kiss that money goodbye when THEY HAVE ALL THE ***** AND MY MONEY?! NOT OKAY. I'm sick of their dishonesty and lies. So I have contacted an attorney and I'm goin all the way

  

  Business Response

  Date: 03/11/2024

  From October 2022 to January 2024, ********************* created multiple accounts with Wantable, and when sent "try before you buy" orders, kept items without paying for them. Of those accounts created, **** has multiple accounts that are delinquent and have been sent to a collections agency due to lack of payment.
  
  Most recently, **** was appropriately billed for one order, and within 17 minutes of billing, **** disconnected and deleted their Paypal account. It was confirmed by both **** and Paypal Support that a refund could no longer be issued as the Paypal account had been completed deleted. **** refused to reinstate the Paypal account. Typically in situations like this, the account is deleted to avoid future billing for other owed balances on the account.
  
  **** then requested for Wantable to cut a check to refund this transaction, which was refused. Wantable was not able to refund any alternative payment methods due to the excessive fraudulent activity, multiple names used, and addresses associated with ****. Wantable was not able to verify the identity of the account holder as the account has multiple names associated with it. 
  
  Under normal circumstances, the amount of the refund would be applied as store credit if the original payment method could not be used; however, due to Saras actions and violations of Wantable's terms and conditions, it was not possible in this situation, considering the fraudulent activity. 

  We are continuing to offer to work with **** through the respective collections agency their account was submitted to and will be happy to negotiate with the value of the returned items in mind.

  Customer Answer

  Date: 03/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Your ASSUMPTIONS of my character are completely inappropriate and, unethical and incorrect. Don't tell me there is fraudulent activity associated with my name because that has no basis in this not to mention is an ASSUMPTJMION with which nobody bothered to TALK TO ME about during what activity you claim was going on. If I was fraudulently making transactions or accounts or whatever you said, then why would you allow that go happen to begin with? If there are so many unverifiable accounts associated with my name, normally a company would respectfully reach out to the individual and ask for clarification, and in this case that never happened. Never once did anyone contact me in regards to this and like I said, if that were the case, why would you allow such "fraudulent activity" to take place. 

  If there were missing items from the returned items sent back then again, why would you allow for further business? I am not a thief and I don't appreciate the claims you make about me. Yes I had TWO different accounts because I moved to a new house ***** the change of address and email address. Didn't know that was an issue I apologize. I will accept responsibility for having a different account and address but I resent your accusations of ANY of this being fraudulent. 

  Zero efforts have been made to resolve this issue. Not to mention when the charge was first made, I had spoke with an associate who told me the return would be made once the items were returned. The items were returned. And the reason my PayPal account was closed had nothing to do with your company. That's a private matter and Whether it was 17 minutes or 17 years after you took the xbarve out, isn't for you to decide was made with dishonesty by me. There are other payment methods linked to that PayPal account with which payments still would have been completed from. Therefore there are still payment methods that the refund can be issued to. And yes I did suggest to send a check because that's money I am owed. I don't have the product, or the money which was promised to have been refunded to ME not collections, which is another issue. The lady told me I was approved to come up with a payment plan to get the other two edits paid for, she said once I figured out a plan that would work with my finances to let her know and she would gladly set that up for me. And the next day as I am submitting my plan she informed me she sent it to collections and her entire attitude towards me changed. You guys make me feel like I'm a filthy thief just trying to pull on over on you and I'm incredibly offended by that. You guys sent items to my collections that are not even mine! And there is no explanation for what they are but i can assure you everything i got dekm you was returned. I don't even know what those other charges are for. 

  IM not trying to be hateful or disrespectful in any way. All I want is to be treated like a person and not be labeled a fraud. Because that's wrong. You can say what you want about your beliefs and continue to dismiss everything I say like what's been happening, but please don't say you've made valient efforts at coming to a solution regarding in be it a refund or me or collections. No attempts have been made. The only diagloge about this disaster had been initiated by me and only me. I regularly ask for updates and am always told I'm wrong and there's nothing you can do for me, and I'm treated like a low life. That's just the truth. There's been no attempts made in trying to resolve this issue. None. All I asked for was what I was promised in the beginning but more importantly for what is rightfully mine! You got your product like you should have so what gives you the right to decide when, how, and if I deserve to be given my money back. You're with hold my money based on past transactions you accuse me of not sending back....that's not right. Not true and not right. I don't know how that seems like a valid reason. The past has no place in the current situation. This is on jts own. So please just meet me in the middle or something....this is crazy. 

  
  Regards,
  
  *********************

  

  Business Response

  Date: 04/18/2024

  Unfortunately, we are not able to discuss the specific details or balances of collections accounts or publicly provide information regarding personal and financial details. 
  
  We again implore the customer to contact their respective collections agency and we will be happy to provide additional information and discuss the matter further. 
  
  We have worked with the customer and PayPal in an attempt to resolve this, however, the customer has refused to reinstate the PayPal account used as the primary billing method. 
  
  Wantable will not under any circumstances, issue a refund to an alternative payment method and the customer agreed to the terms and conditions before enrolling in several subscriptions and placing orders. 
  
  Wantable is always happy to work with customers and do not wish to send anyone to collections. However, as **** repeatedly created new accounts under false names, we were left with no alternative.

  Customer Answer

  Date: 04/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  

  You have not attempted to work with me or PayPal regarding this issue. I have spoken to PayPal countless times and they have never been contacted by you regarding this issue. So that's another lie. And I'm not refusing to reopen my account, I already informed you via email long ago that it was open and you can issue the refund. 

  There is nothing the credit company can do...you owe me the money, not them. 

  If you're not going to refund me my money the least you could do is send me edits equal the the amount since I already paid for them. But I'm guessing that won't happen either. 

  Regards,
  
  *********************

  

  Business Response

  Date: 04/29/2024

  We have spoken to PayPal and conriemd thee account is closed, and therefore we are not able to process a refund for ****. This PayPal account was confirmed closed by you in a previous communication on February 1st:
  
  If you have to issue a check or whatever. I have the card number of the account the money was withdrawn from, the card that it was taken from was linked to the PayPal account that is no longer active for fraud reasons. So the refund can be issued to the card it was withdrawn from, not from the PayPal account itself.
  
  If there is confirmation on Saras behalf that the PayPal account has been re-opened, we request that she provide a statement or confirmation showing the PayPal has been reopened. 
  
  We would be happy to credit the funds of ***** return to her current collections balance with the 3rd party collections agency. She can contact the collections agency for more information.
  
  

• Initial Complaint

  Date:02/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ********************** for a few years, It's a clothing subscription service. I had been receiving the active and style edit and how the service works is:1. You pay a styling fee of $22-25 for them to send you a box of clothing items based on your tastes and size.2. They send the box, you try things and send things back you don't want to keep.3. They charge for the things you do keep.4. You can request an extension if you are having a hard time deciding what to keep.I requested an extension for both the active edit and style edit, and that was granted.However, I send back most of the style edit items and kept some of the active edit items. The issue i am having now is:1. I can't access my account online bc they have locked me out - I have requested (via email) to have it unlocked but they will not respond to that request.2.Without access, I can't see what I've purchased or what balance I owe.3. They have sent my account to "collections" yet will not tell me how to get in touch with collections. I have a request for that information currently going.4. They have charged $350 of my debit card, but will not send me an invoice. They claim they send requests earlier in December to collect, but did not. I have checked and there is no record of those requests.I need help getting my account unlocked and ceasing payments until I have a full understanding of the charges.

  

  Business Response

  Date: 02/28/2024

  ******* received a Style Edit on November 16th, 2023, and an Active Edit on November 27th, 2023. We successfully received returns from her Style Edit on December 5th, 2023, and attempted to bill her for the 5 items she kept from this shipment in the amount of$329.12. We sent multiple email reminders to the email address she provided on her account, to ensure she was up to date about what we were attempting to bill her for and her outstanding balance. We successfully processed 4 partial payments of $25, however, the remaining balance and billing of $316.90 for the items she kept was unsuccessful from December 5th, 2023 to February 10th, 2024 when we submitted this order to the Central ************************ We never received returns from her Active Edit and attempted to bill her for all 7 items from this shipment. We sent multiple email reminders to the email address she provided on her account, to ensure she was up to date about what we were attempting to bill her for and her outstanding balance. We successfully processed 10 partial payments of $25, however, the remaining balance and billing of $327.50 for the items she kept was unsuccessful from December 7th, 2023 to February 10th, 2024 when we submitted this order to the Central ************************ The first correspondence we had with her regarding these two shipments was on February 11th, 2024 when she asked to cancel the service for her Active and Style subscriptions. She also requested us to send her the amounts owed. We provided her with the outstanding balance of these two orders and instructed her to contact the Central *********************** to make payment and provided her with their phone number and website so she could contact them. We also assured her that her subscriptions were canceled. Her account is locked due to the balances on her accounts and will remain locked now that these orders have been submitted to a third-party collections agency. Since these orders have been submitted to the collections agency, we are both required to work through them if she would like additional information beyond the full details that were already provided.

  Customer Answer

  Date: 02/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 02/29/2024

  -*******: Multiple emails? this is not correct. Between November 2023 and February 2024, I
  only received emails regarding the latest style edit, or the order is on its way. There is only one referring to collecting any money on 11/9, a payment error. My card had an issue and they were not able to process. There were definitely NOT multiple requests for payment. Please see graphic screen shot from my email. As you can also see, there were NO emails between December and January from Wantable.
  
  -Our Response: Between December 5th - November 10th, 2024, ******* was sent 6 email notifications regarding her failed payment for the 5 items she kept from her Style Edit, one of those final emails being the notice that the Style Edit was sent to collections. These were sent on December 5th, 8th, 13th, 18th, and February 10th. The proof of emails with the timestamps has been attached. Between December 7th - November 10th, 2024, ******* was sent 6 email notifications regarding her failed payment for the 7 items not returned from her Active Edit, one of those final emails being the notice that the Active Edit was sent to collections.  These were sent on December 7th, 10th, 15th, 20th, and February 10th. The proof of emails with the timestamps has been attached.

  
  -*******: I tried to log in at the end of January because I knew I had another active and style
  edit coming up, and I usually request items for the upcoming edits ahead of time. Also, there had been some mysterious charges that went through my Venmo totaling $350 throughout December, January, February. (Those were the images I sent in my original complaint.) I wanted to check on what the charges were for. However, I was LOCKED OUT of my account at that point, so I had no way of checking the status of my account or pay a bill.

  -Our Response: Heathers account was not locked until the two orders were sent to the collections agency on February 10th, 2024. ******* had full access to log into her account to make payments, view her orders, or update her card on file. If a payment method fails for merchandise kept, Wantable reserves the right to bill in increments until the total amount due has been paid per our Terms & Conditions. The 14 partial payments between both of these orders totaled $350.00. ******* has a remaining balance of $316.90 for the Style Edit and $327.50 for the Active Edit.

  
  -*******: Please note that it was ME who called them, not the other way around. Yes, I wanted to cancel my edits because of being locked out and the mysterious charges. I also was offended by some of their Instagram posts and felt it was best to move on.

  -Our Response: ******* reached out to us via email for this correspondence on February 11th, 2024. Wantable records and saves all phone calls and does not have a record of a phone call with her at this time. The proof of email correspondence has been attached. When these two orders were submitted to collections on February 10th, 2024, her account was canceled and locked at that time.

  Customer Answer

  Date: 03/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 03/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 03/13/2024

  *******: My response this is simply not true. I have searched throughout my email for the supposed emails and they are not there. Please check your records and like I did, please resend or send a screen shot of these mysterious emails.

  Our Response: Between December 5th - November 10th, 2024, ******* was sent 6 emails regarding her failed payment for the 5 items she kept from her Style Edit, one of those final emails being the notice that the Style Edit was sent to collections. These were sent on December 5th, 8th, 13th, 18th, and February 10th. The proof of emails with the timestamps has been attached. Between December 7th - November 10th, 2024, ******* was sent 6 emails regarding her failed payment for the 7 items not returned from her Active Edit, one of those final emails being the notice that the Active Edit was sent to collections. These were sent on December 7th, 10th, 15th, 20th, and February 10th. The proof of emails with the timestamps has been attached.

  *******: My response Unfortunately this is not the case. I was not able to get into the account at the end of the January password was not working and I tried to reset to no avail. Could it be there was another IT issue?

  Our Response: Heathers account was not locked until the two orders were sent to the collections agency on February 10th, 2024. ******* had full access to log into her
  account to make payments, view her orders, or update her card on file. If she needed assistance logging into her account or was having trouble with her password, we were available to help by phone, chat, and email at that time. ******* did not reach out for assistance. Proof of her having full access to her account and that it was not locked until February 10th, 2024 has been attached.

  *******: My response someone from the company should have called me being my long standing business with Wantable.
  Overall, give me access to the account, so I can SEE what I am paying for. THAT is the
  issue.

  Our Response: We communicated with her in the manner we had been corresponding previously and in how we typically communicate with customers. At this time per regulations with the collections agency, she must work through them for further information, details, and resolution.

  Customer Answer

  Date: 03/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please note that they have not supplied me with proper access or receipts/invoices to see what I need to pay for - I will not pay this until I have access to that information. Wantable has drawn $350 from my account without consent. 
  
  Regards,
  
  *******************************